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ATT DEFINITY Communications System Generic 3 Instructions Manual

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    							Call Coverage
    Issue  3   March 1996
    3-317
    so the covering user d oes not have to dial either the principal’s or the 
    calling party’s number.  The calling party must be an internal caller.  The 
    principal receives no indication that the covering user handled the call.
    Alternatively, if the covering user presses the LWC button, a ‘‘call me’’ 
    message is left for the principal. The  principal calls the covering user to 
    get the message. This method is used when an external call is received or 
    when an internal caller wants to leave a message but is not available for a 
    return call.
    nCoverage Answer Group
    A Coverage Answer Group can have up to eight members. When a call is 
    redirected to a Coverage Answer Group, all voice terminals in the group 
    ring simultaneously.  Anyone in the group can answer the call.  A 
    Coverage Answer Group member already handling a group call is rung 
    when another call is redirected to that Coverage Answer Group. If a 
    Coverage Answer Group member is also a member of another Coverage 
    Answer Group, he or she can also receive calls for the other group. A 
    second call directed to a Coverage Answer Group lights a Coverage 
    Incoming Call Identification (ICI) lamp.
    nCoverage ICI
    A Coverage ICI button c an be assigned to multiappearance voice terminal 
    users without a display in a Coverage Answer Group.
    The Coverage ICI status lamp simply identifies a call incoming to that 
    Coverage Answer Group.  If a Coverage Answer Group is assigned to 
    more than one Call Coverage p ath, the p ath numb er cannot be identified.  
    Likewise, if a given path is assigned to more than one principal, the 
    individual principals cannot be identified.  To provide unique path and 
    principal identification, the System Manager must establish a unique path 
    for each principal and a unique Coverage Answer Group to b e included in 
    the path. A second coverage call takes control of the Coverage ICI lamp 
    and does not return control to the previous call when the second call is 
    released.
    What Happens When a Call Goes to Coverage
    When a call meets the redirection criteria of the principal, the call attempts to 
    route to one of up to three p oints in the coverage path, b eginning with point one.  
    If no coverage points are available, the call may revert to the called principal or 
    group.  If any point in the path is available, the call either rings the individual 
    voice terminal or member of a group specified for that  point or queues on the 
    group.  Once a call is ringing or queued at any point in a coverage path, the call 
    never reverts to the called p rincipal or group, or to the previous point. A call 
    remains at a coverage p oint for a time equal to the Don’t Answer Interval for 
    Subsequent Redirection (1 to 99 ringing cycles). At the end of this time, the call 
    attempts to route to any remaining points in the coverage path.  If no other point 
    is available to accept the call, the call remains q ueued or continue ringing the 
    current coverage point. 
    						
    							Feature Descriptions
    3-318Issue  3   March 1996 
    VDN in a Call Coverage Path
    Allowing VDN extensions to b e the last p oint in a Call Coverage p ath p rovides the 
    flexibility of Call Vectoring for access to a covering point.  This provides more 
    flexibility when using Call Vectoring and the Call Coverage features which can 
    then be used by AUDIX and Message Server  Coverage.
    The vector assigned to the VDN in the coverage path can be programmed to 
    queue a redirected call to a messaging sp lit for call answer o peration and to 
    allow the caller to leave a message for the called principal. Vector controlled 
    splits are used in coverage paths.  The same VDN can also be used to retrieve 
    messages.  The vector program may also be varied by time of day or split status 
    to provide different typ es of coverage.
    When a redirected call covers to a VDN, the caller’s temporary brid ged 
    appearance is removed at the time vector processing starts.  VDN override does 
    not apply to calls that are redirected by the Call Coverage feature.
    When covered or direct calls are connected to AUDIX or messaging split via call 
    vectoring, the original reason for redirection and c alled principal must b e passed 
    to the adjunct over the Switch Communication Interface (SCI) link.  Also the VDN 
    number must be entered in the ‘‘Group Extension” field instead of the split 
    extension number.
    Use of a VDN as a coverage point functions with the Centralized Messaging 
    feature.  That is, the Distributed Communications System (DCS) message sent to 
    the remote switch with AUDIX includes the original reason for redirection and 
    called principal.
    An administration change is required to allow an extension that is assigned as a 
    VDN to be entered as the last point in the coverage path. See 
    DEFI NI TY 
    Communications System Generic 3 Call Vectoring/Expert Agent Selection (EAS) 
    Guide, 
    585-230-520, and DEFINITY Communications System Generic 3 Version 
    4 Im plementation, 
    555-230-655, or D EFI NITY  Com munications System Generic 3 
    V2/ V3 Im p lem ent ati on
    , 555-230-653, for more information.
    Typical Call Coverage Arrangements
    Call Coverage is an extremely flexible feature and allows various combinations of 
    coverage points.  To illustrate the usefulness of Call Coverage, three typical 
    coverage arrangements are given below as an example.
    nExecutive Coverage
    Provides a principal with call redirection to covering users having a close 
    working relationship with the principal.  Because of the status of the 
    principal, personalized answering should be provided.  Also, the principal 
    may or may not choose to answer his or her own calls. 
    						
    							Call Coverage
    Issue  3   March 1996
    3-319
    A typ ical examp le of this form of coverage is when a principal’s calls are 
    redirected to a secretary.  The secretary would be informed of the 
    principal’s daily schedule and other pertinent facts such as the 
    importance of certain calls.  The se cretary could provide personalized 
    answering by answering calls with the principal’s name.
    If the secretary is unavailable to answer the coverage call for the p rincipal, 
    the call redirects to a b ackup answering position.  Personalized answering 
    should also be provided at the backup position.
    nMiddle Manager Coverage
    Provides a g roup of principals with c all redirection to one or more covering 
    users (such as a secretary).  The secretary should have some knowledge 
    of the principal’s daily schedule.  A backup answering position should be 
    provided in case the secretary is unavailable.
    nGeneral User Coverage
    Provides less-personal coverage for a  broader spectrum of users. 
    Covering users typically consist of a group or pooled answering 
    arrangement.  With this type of arrangement, coverage calls may be 
    distributed among the members of the answering group.
    As an example of how to provide a p articular cover arrangement, the following 
    provisions for the Executive Coverage arrangement are g iven.
    nDetermine if the secretary and backup position have a call disp lay 
    capability.
    — If so, Coverage Answer Groups are not required.
    — If not, esta blish a unique Coverage Answer Group for each one 
    without a disp lay.  Specify only the applicable extension number.  
    The Coverage Answer Group contains only one memb er. Establish 
    two groups, if required. Note that if the secretary and/or the backup 
    answering position are in a Coverage Answer Group, each receives 
    only one redirected call for the executive at any g iven time. Calls d o 
    ring a Coverage Answer Group member already busy on a call to 
    the group. For frequently called executives, it is desirable that the 
    secretary and possibly the backup answering position have a 
    digital display capability.
    nEstablish a unique Call Coverage Path for the executive.
    — If the secretary screens the calls, specify Cover All Calls as the 
    redirection criteria.
    — If the executive answers calls, specify Active, Busy, Don’t Answer, 
    Active/Don’t Answer, or Busy/Don’t Answer as desired.
    — Specify the secretary and the backup position [or the Coverage 
    Answer Group(s) containing the secretary’s and backup position’s 
    extension numbers] as the coverage points in the path. 
    						
    							Feature Descriptions
    3-320Issue  3   March 1996 
    nO ptionally, specify a Send All Calls button on the executive’s voice 
    terminal. If someone else answers the executive’s calls, the button is not 
    needed.
    nSpecify a Send All Calls button and a Consult button on the secretary’s 
    voice terminal.  Specify a Coverage ICI button if the se cretary does not 
    have a call display capability.  Send All Calls is need e d if the secretary is 
    unavailable for a  period of time.  Consult is needed to enable private 
    consultation with the executive during an established call.  Coverage ICI is 
    needed to identify the c all as a call to the executive rather than a personal 
    call to the secretary.
    nSpecify a Consult button and a Coverage ICI button on the backup 
    position’s voice terminal for the same reasons these buttons were 
    specified for the secretary.
    Considerations
    Call Coverage provides the means to redirect calls to alternate answering 
    positions. The feature is versatile enough to permit suitable alternate answering 
    arrangements for virtually every level of emp loyee. Special functions, such as 
    Send All Calls and Consult, accommodate the day-to-day variations that occur in 
    an employee’s work schedule. Call Coverage was designed on the premise that 
    incoming calls are intended for the called p arty, b ut suitable alternatives must be 
    available if the called party cannot, or does not wish to, answer his or her own 
    calls.
    The system allows for hundreds of Coverage Answer groups (See Ap pendix A, 
    System Parameters)  with  u p to  eight voice terminals in each group.
    Incoming tie trunk calls can b e administered as either internal or external and are 
    redirected to Call Coverage accordingly.
    Interactions
    The following features interact with the Call Coverage feature.
    nAdministration Without Hardware
    Stations administered without hardware translation interact with call 
    coverage feature as if all their call a p pearances are busy. A disassociated 
    station can have call coverage active for the following call coverage 
    groups:
    ncoverage answer groups
    nhunt groups
    nintercom groups
    npickup groups
    nTerminating Extension  Groups (TEGs) 
    						
    							Call Coverage
    Issue  3   March 1996
    3-321
    nAgent Call Handling
    Cover All Calls should not be assigned to agents with the Automatic 
    Answer option. Any call (ACD or non-ACD), to an extension that has 
    Automatic Answer enabled and has its coverage redirection criteria 
    administered as Cover All Calls, does not go to coverage but to the called 
    extension. Cover All Calls redirection criteria has no effect on an incoming 
    call when a user is in the Auto-In mo de.
    nAttendant Display and Voice Terminal Display
    These features provide call identification for the covering user.
    nAutomatic Callback and Ringback Queuing
    Callback calls do not redirect to coverage. The caller can activate 
    Automatic Callback when ringing, redirection notification signal, or busy 
    signal is heard.
    nAutomatic Intercom, Dial Intercom, and Priority Calling
    Calls using these features are not redirected to c overage unless the c aller 
    presses the Go to Cover button.
    nBridged Call Appearance
    Coverage criteria for brid ged call appearances is based entirely on the 
    criteria of the primary extension associated with the bridged call 
    appearance.
    If a voice terminal user has activate d Send All Calls on its primary 
    extension, incoming calls still ring brid ged call appearances of that 
    extension as long as a Temp orary Bridged Appearance of the call is 
    maintained at the p rimary extension.
    nCall Forwarding 
    Call Forwarding provides a temporary override of the redirection criteria. 
    Normally, calls forward instead of redirecting to coverage. When a 
    forward ing extension numb er’s redirection criteria are met at the 
    designated (forwarded-to) extension number, the call redirects to the 
    forward ing extension’s coverage path. However, when the forwarded call 
    goes to coverage, a Temporary Bridged Ap pearance remains at the 
    forwarded-to voice terminal until the call is answered and released.
    If Cover All Calls is part of the coverage redirection criteria and if Call 
    Forwarding is active at a voice terminal, incoming Priority Calling calls 
    forward  to the  designated extension number.
    The Redirection Notification Signal applies to both Call Coverage and Call 
    Forwarding.
    If an extension has both Send All Calls and Call Forward ing activate d, 
    calls to that extension that can immediately be redirected to coverage are 
    redirected. However, other calls, such as priority calls, are forward to the 
    designated extension. 
    						
    							Feature Descriptions
    3-322Issue  3   March 1996 
    Activation of Send All Calls at the forwarded-to extension does not affect 
    calls forwarded to that extension.
    nCall Pickup
    Any call redirected to a covering user who is a memb er of a Call Pickup 
    group can be answered by other members of the Call Pickup Group.
    nCentralized Attendant Service (CAS) 
    If an incoming CAS call is d irected to a hunt group, the call is not 
    redirected to the hunt group’s coverage path.
    nClass of Restriction (COR) and Controlled Restrictions
    Users who may normally be restricted from receiving calls can  still receive 
    calls directed to them via Call Coverage.
    nDirect Department Calling (DDC), Uniform Call Distribution (UCD), and 
    Automatic Call Distribution (ACD)
    If a user has an Auxiliary Work button, and activates or deactivates Send 
    All Calls, the Auxiliary Work function associated with DDC or UCD is 
    activated or deactivated simultaneously.
    If a user has no Auxiliary Work button, activating or deactivating Send All 
    Calls still makes the user available or unavailable for DDC, UCD, and ACD 
    calls, but Auxiliary Work is not a ctivate d or d eactivated. The Auxiliary Work 
    activate or deactivate c o de and the DDC, UCD, and ACD extension must 
    be dialed to activate the Auxiliary Work function.
    Activating or d eactivating the Auxiliary Work function does not activate or 
    deactivate Send All Calls.
    nHold
    If a covering user puts a call on hold, and the principal picks up on the 
    call, the coverage appearance may or may not be dropped, depending 
    on administration.
    nInternal Automatic Answer (IAA)
    If an internal call is redirected to another voice terminal by a Call 
    Coverage redirection criteria, then that call is eligible for IAA at that voice 
    terminal.
    IAA does not a pply to calls to the original called extension when:
    — The called voice terminal has ‘‘Do Not Disturb’’ activate d
    — The called voice terminal has activate d Send All Calls
    — The called voice terminal has selected Cover All Calls
    — The c alling voice terminal has selected Go To Cover b efore placing 
    the call
    Calls directed to a Coverage Answering Group are not elig i ble for IAA. 
    						
    							Call Coverage
    Issue  3   March 1996
    3-323
    nLeave Word Caling (LWC) 
    Call Coverage can be used with or without Leave Word Calling (LWC). 
    However, the two features complement each other. When a covering user 
    activates LWC during a coverage call, a message is left for the principal to 
    call the covering user. When a c overing user activates Coverage Callback 
    during a coverage call, a message is left for the principal to call the 
    internal caller.
    nNight Service — Night Station Service
    A call routed to the Direct Inward Dialed (DID) Listed Directory Number 
    (LDN) night extension via Night Station Service does not go to coverage, 
    even if the coverage criteria of the DID LDN night extension is met.
    Calls routed to the attendant via Call Coverage or Call Forwarding do not 
    route to the DID LDN night extension.
    nTemporary Bridged Appearance
    Calls redirected to coverage maintain an appearance on the called voice 
    terminal if a call appearance is available to handle the call. The called 
    party can bridge onto the call at any time. The system can be 
    administered to allow a temporary bridged appearance of the call to either 
    remain at or be removed from the covering voice terminal after the 
    principal bridges onto the call.
    Consult calls use the Temporary Brid ged Appearance maintained on the 
    call.  At the conclusion of a consult call, the bridged appearance is no 
    longer maintained.  If the principal chooses not to talk with the calling 
    party, the principal cannot bridge onto the call later.
    If a call has or has had a Temporary Bridged Ap pearance, is conferenced 
    or transferred, and redirects to coverage again, a Temporary Bridged 
    Appearance is not maintained at the conferenced-to or transferred-to 
    extension.
    nTenant Partitioning
    The caller and called party must be a ble to access coverage point. The 
    caller is considered to be the “covering” user and the called party is 
    considered to be the “covered” user. Both parties must be able to access 
    the coverage point.
    nTransfer
    The Transfer feature interacts with Call Coverage as listed in Table 3-19. 
    						
    							Feature Descriptions
    3-324Issue  3   March 1996 
    NOTE:
    Transferred DID calls follow the external coverage criteria since they are 
    external calls (trunks).
    Administration
    Call Coverage is administered by the System Manager.  The following items 
    require administration:
    nCoverage Paths
    The same coverage p ath can be used for as many voice terminal users as 
    desired.
    nCover Answer Groups
    nDon’t Answer Interval and Coverage Subsequent Redirection No Answer 
    Interval
    The Don’t Answer Interval specifies the number of ringing cycles heard at 
    the principal’s terminal before the call is redirected to the first coverage 
    point. This  interval  is recommended to be two rings, b ut can be 
    administered from 1 to 99 rings. All principals with the same coverage 
    path are assigned the same Don’t Answer Interval.
    The Don’t Answer Interval for Subsequent Re direction specifies the 
    number of rings at a covering terminal before the call attempts to redirect 
    to the next coverage point. This interval is recommended to be two rings, 
    but can be administered from 1 to 99 rings. This interval is administered 
    as a system parameter.
    Table 3-19. Transfer and Coverage Interactions
    Source Transfer Initiator Destination Coverage Type
    ExternalLocal Station
    Local Station
    Remote Station
    Remote Station
    Attendant
    AttendantLocal Station
    Remote Station
    Local Station
    Remote Station
    Local Station
    Remote StationExternal
    External
    Internal
    Internal
    External
    External
    InternalLocal Station
    Local Station
    Remote Station
    Remote Station
    Attendant
    AttendantLocal Station
    Remote Station
    Local Station
    Remote Station
    Local Station
    Remote StationInternal
    Internal
    Internal
    Internal
    External
    External 
    						
    							Call Coverage
    Issue  3   March 1996
    3-325
    nCaller Response Interval
    This interval can be from 0 to 10 se conds.  If 0 is administered, the Caller 
    Resp onse Interval d oes not a p ply.
    nRedirection Notification Signal
    This signal is administered on a per-terminal basis. If administered, the 
    signal also applies to forward ed calls.  With Call Coverage, the signal 
    indicates to the caller that the call is b eing redirected to coverage 
    because of the Active or Cover All Calls redirection criteria.
    nFeature A c cess Codes for Activation and Deactivation of Send All Calls
    nWhether incoming tie trunk calls are treated as internal or external calls
    nWhether or not a temporary bridged appearance is maintained by the 
    covering user after the p rincipal bridges onto the call. (“ Keep Held SBA at 
    Coverage Point” field on ‘Feature-Related System Parameters Screen’ 
    form.)
    nButtons on Multi-Ap pearance Voice Terminals, as desired:
    — Consult
    — Coverage Callback
    — Go to Cover
    — Coverage ICI
    — Send All Calls
    Hardware and Software Requirements
    No a d ditional hardware or software is required. 
    						
    							Feature Descriptions
    3-326Issue  3   March 1996 
    Call Detail Recording (CDR)
    Feature Availability
    This feature is available with all Generic 3 releases.
    NOTE:
    ‘‘Call Detail Recording (CDR)’’ was previously called ‘‘Station Message 
    Detail Recording (SMDR).’’
    Description
    Records d etailed call information on all incoming and outgoing calls on specified 
    trunk groups and extensions administered for intraswitch recording and sends 
    this information to a CDR outp ut device. The CDR output device provides a 
    detailed printout that can be used by the System Manager to compute call costs, 
    allocate charges, analyze calling patterns, detect unauthorized calls, and keep 
    track of unnecessary calls. For additional information on CDR, see the 
    Call Detail 
    Acquisition & Processing Reference manual, 555-006-202.
    Call d etail information is provided on trunk groups, loudspeaker paging, and 
    code calling access administered for CDR. CDR provides detailed call 
    information for the following types of calls:
    NOTE:
    Some call accounting systems do not support all the call information 
    offered by CDR. See your sales representative for d etails.
    nOutgoing Calls — Calls originated by a system voice terminal user or 
    attendant going out on a trunk group.
    nIncoming Calls — Calls incoming on a trunk group and terminating at a 
    system voice terminal or attendant console.
    nTandem Calls — Calls incoming on a trunk group and outgoing on another 
    trunk group.
    nIneffective Call Attempt — Calls originated by a system voice terminal 
    user blocked because the user d id not have sufficient calling privileges or 
    because all outgoing trunks were busy. This includes the unavailable 
    incoming or outgoing trunks due to trunk usage allocation for ISDN 
    Call-By-Call Service Selection trunks and incoming calls rejected by the 
    switch due to NSF mismatch.
    nCalls made using the Loudspeaker Paging Access and Code Calling 
    Access features.
    nCalls involving an auxiliary trunk.
    nTemporary Signaling Connections (TSC) involving a trunk. 
    						
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